Re: Sneak Preview Of New Gen5 Service Features

Re: Sneak Preview Of New Gen5 Service Features

OMG - hilarious. I totally lost it at the ATA part. Good thing no one is in the office yet - I'd be getting funny looks. This is truly a show of dedication for the product and the creativity of your team. Thank you for being such an amazing part of our company & community

Re: Sneak Preview Of New Gen5 Service Features

Thanks! We had a whole lot of fun putting that together.

Have to admit, the inspiration came full blown inside a weird, early-morning dream about "old tech" being used to solve new-tech problems. The scenes were pretty much already there in the dream, and we got together later that same day to map out a story board and start filming.

We couldn't stop laughing, and had to re shoot several scenes because of it. Just wished we had more time to cut it all together and polish. None of us had the faintest idea how to assemble a video so there was/is a steep learning curve.

But we're happy with what we've got, and now we're even talking about making a series of hands-on "How To" videos we can share with customers through our new YouTube channel. Things like connecting a wireless extender or an ATA, checking billing, off-hours data tips, scheduling video downloads, etc.

Re: Sneak Preview Of New Gen5 Service Features

I mean for this comment to be to the original post not to your comment, Amanda but it's not clear to me how to do that.

Anyway, having spent many years in direct support of customers I've that better support comes from laying off the attitude. So, I ask this with respect - was that video a gag? I was expecting to learn why I shouldn't cancel my service after two weeks. My service is not only worthless it's harmful. Usually uploads are less than 1.0 mb but latency is so long that often my brokers 'websites timeout during my two-stage logins.

The entire loop which relies on the internet, is so slow that phone conversations, when they work at all, remind me of those international calls I made 30 years ago. The delay and broken voice make calls impossible. When I need to make a call I have to drive 5-6 miles to get direct connect to a cell tower. For internet I rely on my neighbors cable and log into his router. It's weak but it's better than HughesNet. If I get lucky I can get a small window when phone works on HughesNet and internet from my neighbor's router.

When I called customer service to cancel my service a guy obviously from India told me "I will fix your problem and this will be the last time you will have to call." I suffered his rudimenary process that led to rebooting both my Nighthawk AC1900 router and the HughesNet modem. I expected a callback when the inevitable disconnect occurred. I guess he didn't really mean it when he said that would be my last call. Three days later and I'm still waiting.

Why did I change in the first place? I've been captive to Cox for 22 years. I'd had enough of vost creep and inferior service. Example: I called to complain about speeds. The CS rep said "your modem won't allow the higher speeds.". When I asked when my modem became "old" she said "two years ago."

A bit of research lead me to HughesNet. I thought 10mb fown and 2mb up was enough for me. I had no way of knowing that the uploads were usually 0.1 - 0.3mb with long latency and big gaps.

Now, that I've vented it shouldn't surprise anyone why I looked to a post on Gen5 with hope and why the video gave me nothing to keep the hope alive.